Customer Support Manager

Summary

Join SureCost as Customer Support Manager and lead our support team to deliver outstanding customer service and drive satisfaction and retention.

Requirements

• 3+ years of support experience in SaaS company
• 2+ years of experience managing a support team
• Excellent people and management skills to interact with staff, colleagues, cross-functional teams and third parties
• Excellent written and verbal communication skills
• High attention to detail, organized and strong project management skills
• Ability to balance strategic planning with hands-on execution in a fast-paced environment

Responsibilities

• Lead our support team to deliver outstanding customer service and drive satisfaction and retention
• Hire, train, and manage team performance to meet key metrics like response time and customer satisfaction
• Optimize support workflows, implement automation, and maintain a self-service knowledge base to improve efficiency
• Collaborate with Product, Engineering, and Sales to address customer feedback and resolve complex issues
• Analyze support data and customer insights to drive continuous improvements to enhance the customer experience and support team effectiveness

Benefits

• Fully Remote
• Unlimited PTO (Highly suggested 3-week minimum)
• Flex Hours
• 100% healthcare premiums covered for employees
• 70% healthcare premiums covered for dependents
• Low cost-to-employee vision and dental
• Automatic 3% employer addition to 401k
• 12 weeks of fully paid Parental Leave
• Technology stipend to cover the equipment you need to set up your home office
• Professional development reimbursement